On 7th December, I was traveling from Delhi to Pune on a SpiceJet flight SG 938 —at a time when the entire aviation industry in India was facing serious operational challenges.
Delays, cancellations, frustrated passengers, and overwhelmed staff had almost become the new normal.
Expectations were low. But what happened on Spice Jet flight SG 938 restored my faith in human service.
I was on a special diet for health reasons. Unfortunately, due to a system gap, my meal was not loaded on the aircraft. I was tired, hungry, and unsure of what could be done at 35,000 feet. That’s when I witnessed true customer service in action.
Poonam and Rakhi, the cabin crew leading that flight, didn’t panic. They didn’t hide behind rules. They didn’t say “sorry, it’s not possible” and walk away. Instead, they stayed calm, empathetic, and proactive. They explored every option. They consulted. They checked with the team. And most importantly, they kept reassuring me with genuine care and warmth.
Even when the final options were limited, the intention behind their effort made all the difference. I didn’t just feel helped—I felt respected.
In a time when many service providers are struggling with systems and pressure, SpiceJet stood out as a shining example of what good training, empowerment, and human values can truly deliver. This is what builds trust. This is what creates loyal customers. This is what real leadership in service looks like.
My heartfelt thanks to Poonam Karande, Rakhi, and the entire SpiceJet team on that flight. You turned a difficult moment into a memorable one.
Through Anand Munshi’s initiative “Real Life Heroes,” I celebrate people like you—those who quietly uplift others through everyday excellence. Because true heroes don’t wear capes. They wear uniforms, carry smiles, and serve with heart.
And sometimes, they make your hunger disappear with kindness.
